Fabio Mascetti

Fabio Mascetti's story
After finishing my studies at the professional hotel institute in Saronno, I joined the hospitality sector as a chef at the ibis Milano Malpensa.
I started in the kitchen, partly because working face to face with customers worried me a bit. One day I decided to challenge myself and I tried working in direct contact with guests – and from that moment on I have never looked back!
For me, Accor is like a family; I love the people contact in my job, knowing how to give advice when they are ordering to ensure they are satisfied.
I would recommend this sector to those who enjoy working with people and who want to meet their needs by making them happy. I recognise it is not a job for everyone, so I would advise those who do not have this approach to consider something else.
For me, being a Heartist® means knowing how to understand the customer and having a solution to every request – this will allow you to make their stay unforgettable.
I remember one moment when two guests were arguing furiously in the hall; it was dinner time and people in the restaurant were worried and wanted to leave. I managed to reassure everyone by guaranteeing them that nothing dreadful would happen. And so it was, and everyone thanked me for allowing them to have dinner in peace.
To newcomers I would like to say that the hospitality sector is very demanding but also gives a lot of satisfaction; the human factor is everything. But if you understand that this job is not for them, don’t be afraid to change and to find the sector that best suits them.
- Fabio Mascetti
- Maître D'
- Novotel Milano Malpensa (Italy)